Senior Remote Customer Success Manager – Driving Global Enterprise Legal Adoption, ROI, and Innovation for LegalFiles at brighthush

About brighthush – Pioneering the Future of Legal Technology

brighthush is more than a software vendor; we are a catalyst for transformation in the legal industry. Since our founding in 2010, our mission has been to empower law firms, corporate legal departments, and public sector legal teams to work smarter, faster, and more collaboratively. With a global footprint that spans over 1,200 enterprise clients, we have built a cloud‑native platform, LegalFiles, that unifies matter management, e‑billing, analytics, and workflow automation into a single, intuitive experience.

Our community of more than 800 legal professionals is built on curiosity, data‑driven decision making, and a relentless pursuit of efficiency. At brighthush, we believe that technology should amplify human expertise, not replace it. That philosophy drives everything we do—from product innovation to customer success.

Why This Role Matters

In a world where legal operations are under constant pressure to deliver faster results, reduce costs, and maintain compliance, the role of a Senior Remote Customer Success Manager is more critical than ever. You will be the bridge between our customers and the entire brighthush ecosystem, ensuring that every client not only adopts LegalFiles but also realizes measurable business outcomes. Your expertise will translate complex legal operations challenges into actionable solutions, drive adoption, and fuel customer advocacy.

Role Overview

As a Senior Remote Customer Success Manager, you will:

• Own the end‑to‑end customer journey for high‑value enterprise accounts.
• Translate customer needs into product enhancements and strategic initiatives.
• Drive adoption, usage, and ROI through data‑driven insights and proactive engagement.
• Serve as the primary advocate for customers within brighthush, ensuring their voices shape product development.
• Mentor junior team members and contribute to the continuous improvement of the Customer Success function.

Key Responsibilities

• Customer Relationship Builder: Cultivate deep, strategic relationships with LegalFiles customers, understanding their legal operations goals, pain points, and success metrics.
• Strategic Account Champion: Serve as the primary point of contact for high‑value accounts, ensuring a seamless, proactive experience from onboarding through renewal.
• Solution Translator: Convert complex legal ops challenges—such as billing inefficiencies, matter management gaps, and workflow bottlenecks—into clear, actionable technical recommendations.
• Onboarding & Adoption Lead: Guide customers through initial setup, configuration, and best‑practice adoption, tailoring guidance to their maturity level and objectives.
• Escalation & Issue Resolver: Triage support escalations, collaborating closely with Product, Engineering, and Support teams to drive swift resolution and root‑cause analysis.
• Product Advocate: Identify recurring themes and improvement opportunities from customer feedback, and champion these insights within internal cross‑functional teams.
• Business Review Facilitator: Conduct regular business reviews, usage assessments, and roadmap discussions to align product usage with customer goals.
• Documentation & Knowledge Sharing: Create and maintain detailed documentation of customer workflows, integrations, and technical considerations to ensure continuity across teams.
• Communication Cadence Manager: Maintain consistent engagement with accounts through QBRs, advisory sessions, and performance reviews, ensuring transparency and trust.
• Data‑Driven Insight Generator: Analyze usage metrics, adoption trends, and ROI data to provide customers with actionable insights and strategic recommendations.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to shape the future of LegalFiles based on real customer needs.
• Continuous Improvement Champion: Identify opportunities for process optimization within the Customer Success function and lead initiatives to enhance efficiency and effectiveness.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a customer‑facing role within legal technology or enterprise SaaS.
• Proven track record of supporting enterprise clients, driving adoption, and delivering measurable ROI.
• Deep familiarity with legal operations processes, including e‑billing platforms, matter management, legal billing, and outside counsel guidelines.
• Knowledge of audit practices and industry standards such as LEDES, UTBMS, and other e‑billing protocols.
• Strong ability to engage both technical stakeholders (e.g., IT, integration teams) and non‑technical legal ops users, advocating effectively for both.
• Experience mapping legal workflows and identifying opportunities for automation, efficiency, and process improvement.
• Excellent organizational and communication skills, capable of managing multiple complex engagements simultaneously.
• Comfort navigating APIs, cloud platforms, and custom integrations.
• Background in State, Local, or Education legal operations is a plus.
• Preferably experience in B2B legal tech or enterprise software environments.
• Bonus: Familiarity with enterprise risk or GRC software platforms.

Preferred Skills & Competencies

• Strategic thinking with a data‑driven mindset—ability to analyze usage metrics and translate them into actionable insights.
• Strong facilitation skills for workshops, training sessions, and business reviews.
• Project management proficiency, including the use of tools like Jira, Asana, or Trello.
• Customer‑centric mindset with a passion for continuous improvement and learning.
• Adaptability to a fast‑paced, evolving product roadmap and market dynamics.
• Fluency in English; additional languages are a plus.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Remote Customer Success Manager, you will:

• Progress into senior leadership roles such as Senior Customer Success Manager, Director of Customer Success, or VP of Customer Experience.
• Gain exposure to product strategy, influencing the roadmap based on real customer insights.
• Participate in cross‑functional initiatives, collaborating with Product, Engineering, Marketing, and Sales to shape the future of LegalFiles.
• Access a robust learning ecosystem—online courses, certifications, and mentorship programs—to deepen your expertise in legal tech, SaaS operations, and customer success best practices.
• Attend industry conferences and webinars, representing brighthush and staying ahead of emerging trends.
• Lead internal knowledge‑sharing sessions, fostering a culture of continuous learning across the organization.

Work Environment & Company Culture

brighthush is a remote‑first organization that values autonomy, collaboration, and work‑life balance. Our culture is defined by:

• Transparency: Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Innovation: A flat hierarchy that encourages experimentation and rapid iteration.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.
• Community Engagement: One paid volunteer day per year, encouraging employees to give back.
• Flexibility: Flexible paid time off, 7 sick days, and 9 paid company holidays annually.
• Collaboration: Cross‑functional teams that work together to solve complex problems and deliver value.
• Continuous Learning: A culture that rewards curiosity, experimentation, and professional growth.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior Customer Success roles.
• Annual discretionary bonus tied to individual and company performance.
• Three medical plan options, plus dental and vision coverage.
• Employer contribution to HSA for HDHP plan holders.
• 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions.
• Paid leave for birth parents, non‑birth parents, and caregivers.
• Surrogacy and adoption reimbursement.
• 100% employer‑paid life and disability insurance.
• Voluntary benefits such as hospital indemnity, critical illness, accident, and pet insurance.
• Healthcare FSA, HSA, and dependent care FSA.
• One paid volunteer day each year.
• Professional development stipend and access to industry conferences.
• Flexible work schedule and remote‑first policy.

How to Apply

If you are a strategic, customer‑focused professional who thrives in a fast‑paced, remote environment, we want to hear from you. Join brighthush and help shape the future of legal operations while building a rewarding career that aligns with your values and aspirations.

Ready to take the next step? Click the link below to submit your application and become part of a team that is redefining legal technology.

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